Published 4 November 2026 | Updated 4 November 2026 by Kate Acaster
British Airways complaints go through one online form. BA lists no phone number, email or postal address for them on that page, and sets no time limit for a reply. If BA’s answer doesn’t settle it, you can take the complaint to CEDR, the free dispute service the Civil Aviation Authority lists for BA.
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How to make a British Airways complaint
BA’s online form covers general complaints, baggage claims, expense claims and compensation for disrupted flights. You can use it once you’ve travelled or had a delay or cancellation.
| Your situation | Where BA says to go | Notes |
|---|---|---|
| You’ve flown or had a delay or cancellation | BA’s online complaints and claims form | The route for general complaints, baggage claims, expenses and disruption compensation |
| You haven’t booked or flown yet | BA’s general contact page | BA’s complaints page sends you there |
| You already have a case open | Add to that case with your reference number | BA says not to start a new one |
| By phone, email or post | None listed on the complaints page | BA’s Help page says logging in to your Club account shows the most relevant contact details |
If you haven’t flown yet, BA’s page sends you to its general contact page instead. Once you’ve started a case, BA asks for your case reference number before you contact it again. It says opening a new case can lengthen the wait.
Write the complaint out before you open the form. Name the flight, the date and what went wrong, and say what you want BA to do about it.
Is there an email address or phone number for British Airways complaints?
Not on its complaints page, which names the online form as the route. BA’s help page says to log in to your British Airways Club account for the most relevant contact details. It also links an email form, and points complaints to the online form.
How long does British Airways take to reply?
BA gives no timeframe. Its page says it will respond “as soon as we can”. Keep your own dated record of what you sent and when. The eight weeks before CEDR can step in run from your written complaint.
| What happens | Time | Source |
|---|---|---|
| Report a missing bag | Within 21 days of it going missing | British Airways |
| Report a damaged bag or contents | Within 7 days of receiving it | British Airways |
| British Airways replies to your complaint | “As soon as we can”, no set time | British Airways |
| You can go to CEDR with no reply | Eight weeks after your written complaint | The CAA |
| Time limit after BA’s final response | Within 12 months | The CAA (BA also gives 12 months) |
| How old the incident can be | Six years, or five if you live in Scotland | The CAA |
Damaged, delayed or lost bags
Baggage problems have their own, short deadlines. BA asks you to report the problem first, then use the claim link with your report reference to hand.
- Report a missing bag within 21 days of it going missing.
- Report damage to a bag or its contents within 7 days of receiving it.
- Keep receipts for essential items you buy during a delay, because BA needs them to assess the claim.
- Speak to BA before you throw away a damaged bag or buy a new one. It may offer a repair or replacement.
- Contact your insurer first if you plan to claim on a policy. BA can supply proof of loss, damage or delay from Customer Relations.
Delayed or cancelled British Airways flights
Delay compensation goes through the same online form. BA’s page lists compensation for disrupted flights among the things the form covers, and has a separate page for delayed or cancelled flights. For amounts and eligibility, see our guide to delay and cancellation compensation.
“Many complaints start as one angry message, then a long wait. BA’s page doesn’t promise a reply time, and a new case can lengthen the wait, so make the first message count. Put the flight, the date and the outcome you want in it, so it stands alone, and keep a dated copy for the day you need to show when you complained.”
Kate Acaster, Chief Editor, Flight Tribe
Taking a British Airways complaint further
BA names the Centre for Effective Dispute Resolution, or CEDR, as the independent service for complaints it hasn’t settled. The CAA lists British Airways under CEDR. It says the service is free to use.
- Send your complaint through BA’s online form and keep the case reference.
- Either wait for BA’s final response or, if BA hasn’t responded eight weeks after your written complaint, go to CEDR without one.
- Refer your complaint to CEDR within 12 months. The CAA counts from BA’s final response, and BA also gives 12 months.
- Include your booking details and every message you and BA have exchanged.
CEDR first checks that it can handle your complaint, which the CAA says can typically take up to three weeks. A written decision can then take up to three months.
What happens after CEDR decides?
The CAA says that if you accept the adjudicator’s decision, the airline is required to follow it. The decision is generally final and can’t be appealed to the ADR provider or the CAA. You don’t have to accept it, and you can still take legal action through the courts. The CAA says ADR covers incidents within the last six years, or five if you live in Scotland. Its guide to alternative dispute resolution explains the process.
Do you need a claims company for a British Airways complaint?
No. ADR is free to use, and the CAA says a claims management company may deduct a significant proportion of any ADR award as its fee. Ask any firm for its fee in writing before you sign.
Before you send your British Airways complaint
- Put your booking reference, travel dates and flight number in every message.
- Say exactly what outcome you want.
- Attach receipts, photos and any reply you’ve had.
- Note who you spoke to and when.
- Write down the day you complained and the day BA replied, so you can work out the eight weeks.
Related British Airways guides
Start with our guide to flying with British Airways, then these guides on the usual causes of disputes.
- Check the British Airways baggage allowance before you dispute a bag fee.
- Read the British Airways cancellation policy if the dispute is about a refund.
- See the British Airways name change fee if a booking error is the problem.
- Compare how TUI complaints, easyJet complaints, Jet2 complaints and Virgin Atlantic complaints work.
British Airways complaints: FAQs
How do I make a complaint to British Airways?
Use BA’s online complaints and claims form once you’ve travelled or had a delay or cancellation. If you haven’t flown yet, BA’s page sends you to its general contact page.
Is there an email address for British Airways complaints?
Not on its complaints page, which names the online form as the route. BA says contact details are in your British Airways Club account.
How long does British Airways take to respond to a complaint?
BA gives no timeframe and says it will respond as soon as it can. You can go to CEDR if BA hasn’t responded eight weeks after your written complaint.
Which ADR scheme does British Airways use?
The CAA lists British Airways under CEDR, the Centre for Effective Dispute Resolution. It’s free for passengers.
How long do I have to take a British Airways complaint to CEDR?
The CAA says within 12 months of the airline’s final response, and BA also gives 12 months. The incident itself must be within the last six years, or five if you live in Scotland.
How long do I have to report damaged or missing baggage to British Airways?
BA asks for damage to be reported within 7 days of receiving your bag, and a missing bag within 21 days of it going missing.
Do I need a claims company?
No. ADR is free to use, and the CAA says a claims management company may deduct a significant proportion of any ADR award as its fee.
Kate Acaster is Chief Editor at Flight Tribe. She writes about practical travel planning, budget airlines, baggage rules, city breaks, beach holidays and good hotels that do not cost daft money.
Kate has travelled through Europe, South America and beyond, usually with a notebook, a half-formed plan and a strong opinion on airport snacks. At Flight Tribe, her work focuses on helping UK travellers understand what is included, what costs extra, and whether a trip is worth booking at the price shown.
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